JSM Customers cannot access the portal with the message that the license limit has been exceeded

[Andrea Dieguez]

Hello!!

When adding a new customer to our customer portals we receive the message that we have reached the licenses limit when, being a customer, they do not consume a license.

We have it organized as follows: we have a specific group for users who access our portal as a customer, which we add to those projects to which we want them to have access ..../servicedesk/customer/portals (we have other test portals in which we do not add them because they are for testing purposes)

and in customer permissions we have selected "Customers added to this service project only by agents and admins" and in the customer sharing part we have "Customers can search for other customers within their project or organizations"

Let me also add that such groups we have created in azure and that works well with the customers we had up to now, we only have problems with the new ones. Can you help us to solve this problem?

[Dirk Ronsmans · Accepted solution]

Hi @Andrea Dieguez ,

In Product Access, you can choose what group(s) a user needs to be added to by default when added.

Since you mention Azure can I assume you use Atlassian Access to sync your groups? If so this specific group might have gotten mixed up with a regular product access group.

I suggest for you to take a look at your user management/product access to see if this group has not been added (by accident) to the product access list.

As you said, a customer does not consume a license so it must  be getting added somewhere else too

[Andrea Dieguez]

Thanks @Dirk Ronsmans  your explanation helped me to find the problem. since  the casuistry was somewhat different, but your response has undoubtedly been what has helped me to solve it. Since it was a very similar situation, I explain it in case it happens to someone.

The situation was as follows: the user with whom we had the problem was in a group that did not have the JSM product assigned as customer, so he could not access it, we have added the Jira Service Management (JSM) product with the role of customer and solved.

We hadn't noticed until now because most of the rest of the users were inside the initial group created automatically in JIRA for customers with the JSM product with the role of customer (let's say it's called "customers automatic group"), However, in the Azure group we used, they did not have the JSM product with the role of customer (Let's assume that our group is called "customers group"). 

Therefore the users that had been previously added in that initial group "customers automatic group" (which has not been used afterwards) could access (therefore they were accessing but by mistake) but the most recent users, those who are only in the good one "customers group" would have been unable to access but have not realized. (we have been using the tool for a short time and there are not many new users).

In summary, thank you very much because without your help I would not have seen it